Customer effort score (CES) survey template
Measure how easy it is to get help with this free customer effort score survey. Send it when a support ticket closes and learn whether the issue was resolved, how many contacts it took and how the agent did.
Read the template guideWhat’s inside this survey
7 questions, ready to edit. Add, remove or reword any of them.
Make it yours- 1How easy was it to get your issue resolved?Rating
- 2Was your issue fully resolved?Yes / No
- 3How many times did you contact us about this issue?Multiple choice
- 4How would you rate the person who helped you?Rating
- 5What would have made this easier?Long text
- 6Ticket IDHidden field
- 7AgentHidden field
Make the most of your next survey.
Questions to consider for your customer effort score (CES) survey
The template covers the essentials. Use these as ideas when you edit it: keep the ones that fit your purpose and add any details your process needs.
- How quickly did we respond?
- Did you try our help center first?
- Which channel did you contact us through?
- Did the agent understand your problem?
- Is there anything still unresolved?
How to use the responses
Average the effort score by agent, channel and issue type. High effort with several contacts points to broken processes rather than people. Follow up on every “not resolved” answer and use the comments to improve help articles.
Why effort predicts loyalty
Customers rarely leave because support wasn’t delightful. They leave because getting help was hard. A CES survey measures exactly that friction, which makes it one of the best early warnings for churn.
The template includes hidden ticket ID and agent fields. Add them to the survey link from your help desk so every response is linked to the right conversation without asking the customer.
How to customize and share this template
- 1
Add the ticket ID and agent name to the survey link with hidden fields from your help desk’s closing email.
- 2
Edit the wording to match your support channels.
- 3
Send results to a Google Sheet or webhook so you can report CES by agent and team.
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Tie each answer to a ticket without the customer typing anything.
See scores, averages and trends in a live report you can share with your team.
Sync each response to Google Sheets, Notion, HubSpot or a webhook.
Frequently asked questions
What is a customer effort score?
CES measures how easy it was for a customer to get an issue resolved, usually on a rating scale. Lower effort is linked to higher loyalty.
When should I send a CES survey?
Right after a support ticket is closed, while the experience is fresh.
How do I link answers to tickets?
Add the ticket ID and agent name to the survey URL. The template’s hidden fields save them with each response.
Is the CES template free?
Yes, on every plan.
Can I customize this customer effort score (CES) survey template?
Yes. Add, remove or reword any question, change the design, add logic, and edit the thank-you screen before you publish. No code needed.
Keep the ideas coming.
A starting point. Make it your own.
Copy the free customer effort score (CES) survey template into your account, add your personal touch and share it by link, embed or QR code. Free forever, no credit card.